Tell BT to do one Low Speed

[organic]

Can I tell BT to do one because all las week and still getting slow speed? The checker said 72.6 low but I am only getting high 20 s. I am on so call superfast fibre 2 and not getting the speed. I did get in touch with their help department and did all the stuff they said and could not find a fault. They said someone would be in touch the next day between 10:00 and 12:00 it did not happen but about 11:30 BT van in my street looking into a man hole cover where I think my cables are but never come to house. I do a speed check most days as I work away and can go back years with results.

I don’t use there modem as I use a Netgear D7000 and been working fine as I need the USB port to work out with my network. I plugged the BT hub 5 for a few day did the factory reset but seem to be getting a slower speed all so split the network as the helped dood said.

Because of slow speed for over a week can I pull out of my contract early?

[Keith_Beddoe]

Welcome to this user forum.

Complaints handling

If your broadband service has been activated or regraded, and if your line speed is lower that promised after 10 days, then you are entitled to a free visit from an Openreach broadband technician to fix the issue, but you must report it right away.
Repeated disconnections would also cause the line speed to drop, so the cause needs to be investigated.

You must report the slow speed within 90 days of your service being activated.

See Early Life Failures - moderator post

If the above applies to you, then please reply on your existing BT forum thread, or start a new one, so a visit can be arranged.


Action to take when download speed are dropping during peak times


Do not attempt to cancel if your speed is not as promised, please follow process as described on this page.


Cancellation terms

Cancellation of your service will be subject to the following conditions:

• the fault must be reported within the first 90 days of your contract start date

• speed faults will not be accepted within the first 10 days initial stabilisation period

• all checks within your home must be completed as requested by our Helpdesk advisors

• at least one engineer visit must be accepted if your line speed result from the BT Wholesale speed test   is below the Minimum Guaranteed Access Line Speed

• BT are allowed up to 28 days to resolve the fault

You will be able to cease without penalty if BT is still unable to improve the speed measured by the BT Wholesale speedtest above your Minimum Guaranteed Access Line Speed.
The Minimum Guaranteed Speed relates to line speed only, not to download speeds.

[imjolly]

make sure you have tried using the test socket with a filter to see if that helps by eliminating your internal wiring as being a problem  Best done before you arrange engineer visit to ensure fault not in your home

[organic]

Thanks for getting back.

Nothing has been touched there since last engineer changed the socket two years ago when I had a similar problem but Speed went to 1.5 or something like that.

He could not find any problems at my end he reset the fibre cabinet and hay presto all fine.

I have checked my log on think broadband and seem that my speed started to decrease around the end of July. I was thinking school holidays and didn’t bother too much about it.

[imjolly]

anything could have happened in 2 years - they don't last forever and it is a simple check  also check your phone works and there is no line noise

[organic]

Hi

I have checked the master box and a diffrent filter but speed is about the same as before.

Thing is BT will be taking money out of my accout for the full amount but me only getting half speed of what I sould be getting.

Organic

[Keith_Beddoe]

Does your phone work?

In order to find out what services and speed range you should be getting, please enter your phone number into this form.
Broadband availability checker


Please remember to edit out your phone number before you post the results.

[organic]

Yep just tried it phoned it from my mobile works fine.

[imjolly]

use the link @Keith_Beddoe posted and then post results   this will show the estimated speed range of your conenction

[organic · Accepted solution]

ALL OK NOW

OK BT dood come to house made hime coffee did all check's and all fine. I told hime about the last time it happed and he reset the cabanet and now last speed check I did was 71.6 download better than the 28 I was getting.

If I did not do speed checks that often I might not have noticed it fall so I would recomend people out there do one at least every week just to check to see if thay have a speed problem.